ISP BBCS Assurance User Manual C1 - Public Version€¦ · ISP BBCS Assurance User Manual C1 - Public Swisscom (Schweiz) AG CH-3050 Bern Broadband Connectivity Service (BBCS) Version

ISP BBCS Assurance User Manual

C1 - Public

Swisscom (Schweiz) AG

CH-3050 Bern

Broadband Connectivity Service (BBCS)

Version 34

Valid from 14.11.2016 (WSG-9.18/Nov16)

1/89

ISP BBCS Assurance

User Manual

Version 34

Issue date 26.10.2016

Replaces version 33


Valid until recalled or replaced by new version

Classification Technical Support Documentation (BBCS)

Status released


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Checklist of changes

Version Date Changed by Comments / nature of the change

01 15.09.2002 Compaq First Edition

02 26.05.2003 HP Chapter “Reports” removed

03 14.11.2003 HP BBCS H03 changes

04 04.05.2004 HP WSG5.7-1 changes03

05 20.10.2004 HP WSG5.8 changes

06 19.05.2005 HP WSG 6.0 changes

07 29.06.2005 HP WSG 6.0-4 changes

08 17.02.2006 HP WSG 6.2-2 changes

09 27.06.2006 HP WSG 6.3 changes

10 31.10.2006 HP WSG 6.4 changes

11 31.10.2006 HP WSG 6.6 changes

12 14.11.2007 HP WSG 6.7-2 changes

13 26.01.2008 HP WSG 6.8 changes

14 17.06.2008 HP WSG 7.0 changes

15 03.11.2008 HP WSG 7.1 changes

16 12.03.2009 HP Updated new features of WSG 7.2

17 29.10.2009 HP Updated WSG-7.3 / Nov09 (or later release)

18 14.05.2010 HP Update WSG 7.5 / May10

19 03.11.2010 HP Updated WSG-8.2 / Nov10

20 20.01.2011 HP Updated WSG-8.3 / Mar11

21 09.05.2011 HP Updated WSG-8.4 / Jun11

22 31.10.2011 HP Updated WSG-8.6 / Nov11

23 12.03.2012 Hans Hartmann Updated WSG 9.0 / May12

24 21.09.2012 Hans Hartmann Revision to Swisscom Release Oct12 (WSG_9.2)

25 09.01.2013 Hans Hartmann Revision to Swisscom Release Feb13 (WSG_9.3)

26 30.04.2013 Hans Hartmann Revision to Swisscom Release Mai13 (WSG_9.4)

27 04.10.2013 Hans Hartmann Revision to Swisscom Release Nov13 (WSG_9.6)

28 28.01.2014 Hans Hartmann Revision to Swisscom Release Feb14 (WSG_9.7)

29 24.03.2014 Hans Hartmann Revision to Swisscom Release Mai14 (WSG_9.8)

29 28.05.2014 Roland Staub Updated XDSLInfo Screen

30 05.06.2015 Roland Staub Updated XDSLInfo Screen

31 20.07.2015 Cuno Gisep XDSLInfo enhancements

31 29.10.2015 Roland Staub updated classification

32 28.01.2016 Peter Gurtner Revision to Swisscom Release Feb16 (WSG_9.15)

33 06.05.2016 Cuno Gisep Revision to Swisscom Release Mai16 (WSG_9.16)

34 26.10.2016 Peter Gurtner Revision to Swisscom Release Nov16 (WSG_9.18)


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Release

Version Date Released by Comments / nature of the change

04 10.05.2004 R. Messer Document released

05 26.10.2004 R. Seltmann Document released

14 23.06.2008 R. Seltmann Released for BBCS Contract Version 13.0

15 21.11.2008 R. Seltmann released for BBCS contract version 13-2

16 01.04.2009 R. Seltmann Document released



19 11.11.2010 H. Künzi released for WSG-8.2 / Nov10

20 21.02.2011 A.Studerus (iarope1) released for WSG-8.3 / Mar 11

21 22.05.2011 H.Künzi released for WSG-8.4 / Jun 11

22 25.10.2011 H.Künzi released for WSG-8.6 / Nov 11

23 28.03.2012 H.Künzi released for WSG-9.0 / Mai 2012

24 09.10.2012 H.Künzi released for WSG-9.2 / Oct 2012

25 21.01.2013 H.Künzi released for WSG-9.3 / Feb 2013

26 08.05.2013 H.Künzi released for WSG-9.4 / Mai2013

27 28.10.2013 H.Künzi released for WSG-9.6 / Nov.2013

28 10.02.2014 H.Künzi released for WSG-9.7 / Feb.2014

29 05.05.2014 H.Künzi released for WSG-9.8 / Mai.2014

30 28.05.2015 H.Künzi released for WSG-9.12/Jun.2015

31 11.08.2015 H.Künzi released for WSG-9.13/Aug.2015

32 03.02.2016 H.Künzi released for WSG-9.15/Feb2016

33 11.05.2016 H.Künzi released for WSG-9.16/Mai2016


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Contents

ISP BBCS Assurance User Manual .................................................................................................................................................. 1

Release ............................................................................................................................................................................................ 3

Contents .......................................................................................................................................................................................... 4

1 Introduction ............................................................................................................................................................................. 8

2 Validation and Navigation ...................................................................................................................................................... 9

2.1 List of Values (LOV) ................................................................................................................................................................................9

2.2 Visual support for required columns .............................................................................................................................................. 10

2.3 Date and Date/Time Fields ............................................................................................................................................................... 10

2.4 Error handling ....................................................................................................................................................................................... 12

2.5 Operation succeeded .......................................................................................................................................................................... 13

2.6 Service Navigation ............................................................................................................................................................................... 13

2.7 Principal Service Navigation ............................................................................................................................................................. 14

2.8 Buttons................................................................................................................................................................................................... 15

3 Trouble Ticket GUI Page Flow ............................................................................................................................................... 17

4 WSG Trouble Ticket Home Page ........................................................................................................................................... 19

5 Access Trouble Ticket Navigation and Form Input ............................................................................................................. 20

5.1 Access Trouble Ticket Selection ....................................................................................................................................................... 20

5.2 Place Access Trouble Ticket (Step 1/2) ........................................................................................................................................... 21

5.2.1 Form Fields ......................................................................................................................................................................................... 22

5.3 Place Access Trouble Ticket (Step 2/2) ........................................................................................................................................... 23

5.3.1 Place Access Trouble Ticket (Step 2/2) to LiveNet .................................................................................................................... 23

5.4 Access Trouble Ticket Summary ...................................................................................................................................................... 23

5.4.1 Place Access Trouble Ticket (Step 2/2) to ITSM ........................................................................................................................ 24

5.4.2 Form Fields ......................................................................................................................................................................................... 26

5.4.3 Appointment Booking ..................................................................................................................................................................... 27

5.5 Add Comment ...................................................................................................................................................................................... 28

5.6 Access Trouble Ticket Detail ............................................................................................................................................................. 29

5.6.1 Tab: Main ........................................................................................................................................................................................... 30

5.6.2 Tab: xDSL Info ................................................................................................................................................................................... 31

5.6.3 Tab: Worklog (available only for Fiber) ...................................................................................................................................... 31

5.6.4 Tab: Response ................................................................................................................................................................................... 32

5.6.5 Tab: CPE Info ..................................................................................................................................................................................... 32

5.6.6 Tab: Billing ......................................................................................................................................................................................... 32

5.7 Cancel Appointment ........................................................................................................................................................................... 33

5.8 Button "Line Analysis History" .......................................................................................................................................................... 34

5.8.1 Form Fields ......................................................................................................................................................................................... 34

5.9 Button “Ask Swisscom” ..................................................................................................................................................................... 34


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5.9.1 Add Question .................................................................................................................................................................................... 35

5.9.2 Inquiry Details .................................................................................................................................................................................. 35

5.9.3 Email Sent Confirmation................................................................................................................................................................ 36

5.9.4 Add a second question is not possible ........................................................................................................................................ 36

5.10 Modify Access Trouble Ticket ......................................................................................................................................................... 37

5.10.1 Fields ................................................................................................................................................................................................. 37

5.11 Place Trouble Ticket DDI .................................................................................................................................................................. 38

5.11.1 Creating a Trouble Ticket from STNR/DDI ............................................................................................................................... 38

5.11.2 Creating a Trouble Ticket from VN ............................................................................................................................................ 42

5.12 Select Access Trouble Tickets Summary ...................................................................................................................................... 45

5.13 Access Trouble Ticket Count........................................................................................................................................................... 46

6 Connectivity Trouble Ticket Navigation and Form Input ................................................................................................... 47

6.1 Connectivity Trouble Ticket Selection ............................................................................................................................................ 47

6.2 Place Connectivity Trouble Ticket .................................................................................................................................................... 48

6.2.1 Form Fields ......................................................................................................................................................................................... 49

6.3 Connectivity Trouble Ticket Detail .................................................................................................................................................. 50

6.4 Select Connectivity Trouble Tickets ................................................................................................................................................ 51

6.5 Connectivity Trouble Ticket Summary ........................................................................................................................................... 51

7 xDSL Info Navigation and Form Input .................................................................................................................................. 52

7.1 Query xDSL Info Request ................................................................................................................................................................... 52

7.1.1 Form Fields ......................................................................................................................................................................................... 52

7.1.2 Form Validation ................................................................................................................................................................................ 53

7.2 Query xDSL Info Result ....................................................................................................................................................................... 54

7.2.1 Main Tab (for a copper line) .......................................................................................................................................................... 54

7.2.2 Alarms Tab ......................................................................................................................................................................................... 57

7.2.3 Measure History Tab ....................................................................................................................................................................... 57

7.2.4 Cpe Info Tab ...................................................................................................................................................................................... 59

7.2.5 Inactive Endpoint Tab ..................................................................................................................................................................... 60

7.2.6 Day Charts Tab .................................................................................................................................................................................. 61

7.2.7 15 Minute Charts Tab ..................................................................................................................................................................... 63

7.2.8 Requery xDSL Info with Refresh ................................................................................................................................................... 64

7.2.9 Main Tab (for a fiber line) .............................................................................................................................................................. 65

7.3 Start LQD 24 hours / Start LQD 2min ............................................................................................................................................. 66

7.3.1 Form Fields ........................................................................................................................................................................................ 66

7.4 Start Profile CP / CPSI ......................................................................................................................................................................... 66

7.5 Start Resynch Line ............................................................................................................................................................................... 66

7.6 Start Reconfigure Line ........................................................................................................................................................................ 67

7.7 Modify access profile .......................................................................................................................................................................... 68

7.8 Select xDSL Info .................................................................................................................................................................................... 69

7.8.1 Form Fields ......................................................................................................................................................................................... 69

7.9 xDSL Info Summary............................................................................................................................................................................. 70

7.10 xDSL Info Detail ................................................................................................................................................................................. 70

8 UMSA / Planned Work Navigation and Form Input ........................................................................................................... 71


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8.1 Get ISP Planned Outage ..................................................................................................................................................................... 71

8.2 Get ISP Planned Outage ..................................................................................................................................................................... 72

9 Transaction Overview Navigation and Form Input ............................................................................................................ 73

10 Trouble Ticket Admin Tasks ................................................................................................................................................ 75

10.1 ISP Admin Tasks ................................................................................................................................................................................. 75

10.2 Trouble Ticket ISP Settings.............................................................................................................................................................. 75

10.2.1 Access TT Settings ......................................................................................................................................................................... 75

10.2.2 Connectivity TT Settings .............................................................................................................................................................. 76

10.2.3 Information Request Settings .................................................................................................................................................... 77

10.2.4 Network Customer Notification Settings ................................................................................................................................ 77

10.2.5 Alarm Settings ................................................................................................................................................................................ 78

10.2.6 Error Category Settings ................................................................................................................................................................ 78

11 Documents ........................................................................................................................................................................... 79

12 Reports ................................................................................................................................................................................. 80

12.1 Overdue Tickets ................................................................................................................................................................................. 81

12.2 Trouble Ticket Access ....................................................................................................................................................................... 81

12.3 Existing Standard Report ................................................................................................................................................................ 81

13 Alarms .................................................................................................................................................................................. 82

13.1 Select Alarm ....................................................................................................................................................................................... 82

13.1.1 Form Fields ...................................................................................................................................................................................... 83

13.2 Alarm Summary ................................................................................................................................................................................ 84

13.2.1 Form Fields ...................................................................................................................................................................................... 84

13.3 Alarm Detail ....................................................................................................................................................................................... 84

14 Trouble Ticket Management, Validation and Rules ......................................................................................................... 85

14.1 Overview of Processing.................................................................................................................................................................... 85

14.2 Trouble Ticket States ........................................................................................................................................................................ 86

14.3 State description ............................................................................................................................................................................... 87

14.4 Entering Trouble Ticket.................................................................................................................................................................... 87

14.5 Connectivity Trouble Ticket ............................................................................................................................................................ 87

14.6 Access Trouble Ticket ....................................................................................................................................................................... 88

14.6.1 Relation to BBCS Order ................................................................................................................................................................. 88

14.6.2 ISP Authorisation Check ............................................................................................................................................................... 88

14.6.3 Processing of Access Trouble Tickets ........................................................................................................................................ 88

14.6.4 Notification of Trouble Ticket State Change .......................................................................................................................... 88

Table of Figures

Figure 1 - Access Trouble Tickets .............................................................................................................................................................. 17

Figure 2 - Connectivity Trouble Tickets ................................................................................................................................................... 18


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Figure 3 - Systematic View of the Trouble Ticket Data Flow ............................................................................................................. 85

Figure 4 - Trouble Ticket States ................................................................................................................................................................ 86


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1 Introduction

This manual describes the Graphical User Interface (GUI) of the WSG Application.

For user-friendly reasons, the manual is written as short as possible. This means every function is illustrated with a

screenshot example and a small text.

The common rules like validation, error messages and buttons are described in Chapter 2

The Application is WEB based and for full functionality the following Web-Browsers are supported

Microsoft Internet Explorer Version 8 and higher

Mozilla Firefox Version 3.0 and higher

The application is build in the following main parts

Access Trouble Tickets

Connectivity Trouble Tickets

xDSL Info

UMSA / Planned Work

Transaction Overview

Admin Tasks

Documents

Reports

Alarms

The application supports four languages (English, French, Italian, German), but is delivered in English only.

In short, Access Trouble Tickets may be entered either by the ISP “owning” the affected DN or by the Swisscom Superus-

er. After validation and processing by the Trouble Ticket part of the WSG application the Trouble Tickets are dispatched

to Swisscom internal assurance systems (liveNet and other systems). liveNet They will then respond with status mes-

sages that may cause state changes of the Trouble Ticket, e.g. INWORK, CANCELLED (rejected by liveNet) or CLOSED.

Connectivity Trouble Tickets are much simpler in nature. They may be entered either by the ISP or by the Swisscom

Superuser. After validation and processing by the Trouble Ticket part of the WSG application the Trouble Tickets are dis-

patched via E-mail directly to the address defined under “TT connectivity e-mail” in the Trouble Ticket Service System

Parameters page of the Admin function.

Several further functions (as “xDSL Info”, “USMA / Planned Work”, “Reports”, “Alarms”) are provided for additional data

retrieval or information supporting the assurance aspects of broadband connectivity services.


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2 Validation and Navigation

The following validation rules and navigation types are implemented in the application.

2.1 List of Values (LOV)

Some fields of the input screens are validated against a list-of-values. The user can press the little arrow beside the

fields and select one of the values, e.g.:

Some other fields are multiple choices and the user can select several values with the Ctrl-Button, e.g.:


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2.2 Visual support for required columns

As of WSG 8.6.0 a visual support for required columns has been introduced.

In the context of the actual screen:

a '*' will be added to column label for all required columns.

"green" Labels indicates indexed columns

2.3 Date and Date/Time Fields


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As of WSG6.0 a new, more flexible way of date and date/time selection has been introduced. In contrast to earlier ver-

sions of WSG the date and date/time fields have been merged to a single field accepting absolute and relative time def-

initions as well as null values.

A date or date/time field recognizes any “DD.MM.YYYY” formatted string as an absolute date definition. Additionally

the date/time field accepts any “DD.MM.YYYY HH:MI” formatted string as an absolute date/time definition.

A date or date/time field recognizes any string containing the keyword “TODAY” optionally followed by a “-/+ OFFSET”

as a relative date definition, where OFFSET is an integer number of days from today.

Example:

“TODAY-1” yesterday

“TODAY+1” tomorrow

“Today -7” a week ago

The following screenshot shows a sample date and date/time range definition:

Please note that relative and absolute date or date/time definitions may be mixed.

The date and date/time fields offer a convenient way to define absolute dates or date/times: Clicking the date icon

next to the filed opens the date picker widget:

Clicking the time icon next to the filed opens the date/time picker widget:


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2.4 Error handling

After submitting the input screen, the application validates the user’s input. If a business rule, format etc is violated

then either an error message screen or a browser alert will be displayed. The error text is self-explanatory and is suffi-

cient for the user to correct the problem.


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2.5 Operation succeeded

After submitting the input screen in an admin task, the application processes the users input. If everything is correct the

‘Operation succeeded’ screen will be displayed.

2.6 Service Navigation

For each action, whether the user be a Superuser, readonly or CUC, the current valid services are displayed in the Service

Navigation at the left site of the screen.

NOTE: As of WSG 5.0 the WSG interface is frames based. Above is a header frame that replaces the Powergate header,

below and to the left is the navigation frame and to its right the function frame. The frames implementation has some

advantages, such as the navigation options always being available, but also has some odd side effects such as when the

browsers refresh button is pressed when the user is returned to the Home Page!

In order to save space in this document all subsequent function screen shots in this document have been reproduced

without the pseudo Powergate frame!

The Powergate header offers the following functionality:

Services Back to the selection of services in Powergate

Contacts Contact information for questions concerning the WSG BBCS Trouble Ticket service

Help FAQ (frequently asked question) for the WSG BBCS Trouble Ticket service

Logout Logout from Powergate


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2.7 Principal Service Navigation

After login via PowerGate the user will see the following menu items on the left side of the screen. Certain users will on-

ly see a subset of these links and are therefore not able to perform the associated tasks, e.g. ISP Administration.

As Read Only User:

As User:

Access TT

Used for explicit entry of new (or to modify existing) Access Trouble Tickets for subsequent dispatching to

Swisscoms Assurance systems (liveNet and other systems)

Connectivity TT

Used for explicit entry of new (or to modify existing) Connectivity Trouble Tickets for subsequent immediate

dispatch via Email to the Swisscom Customer Care Centre.

xDSL Info

Used for access to the XDSL-Information (XDSL-Line-status etc.).

UMSA / Planned Work

Used to inform about pending or planned “Umschaltungen” or other planned work.

Transact. Overview

Offers a service-spreading, chronologically ordered overview of WSG transactions.

Admin Tasks


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Used to administrate the ISP specific data. This menu item is only accessible to a restricted subset of users.

NOTE: Such administration is not part of the scope of this document!

Documents

Links allowing the user to download certain User Manuals and related documentation.

Reports

Used to create reports about the Trouble Ticket service.

Alarms

Used to search and maintain alarms or Inconsistency Announcements.

Home Page

Direct access to WSG Trouble Ticket home page

2.8 Buttons

For each user screen the available action buttons are displayed at the bottom of the screen.

The following buttons are used in the application:

Go back to the previous screen

Reset all of the fields to their original values

Go forward to the appropriate create Trouble Ticket screen

Submit input data for processing

§ Invoke the functionality to cancel a Trouble Ticket

Refresh a Detail screen to display the latest status

Go forward to the appropriate modify Trouble Ticket screen

Go forward to the appropriate screen to change the Trouble Tickets state

Download the selected document

Go forward to screen displaying list of liveNet responses

Continue to the next screen in the sequence

Link to Modification ISP screen

Link to Contracted Services screen

Link to Appointment Reservation


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Link to Cancel Appointment

Add a Comment to the Trouble Ticket

Reset all of the fields to their original values

Link to Correction Change Log Summary

There are two different button states: active and inactive.

Active

Inactive


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3 Trouble Ticket GUI Page Flow

The WEB (HTML) page flow is shown in the following two figures (Access Trouble Tickets and Connectivity Trouble Tick-

ets.) It will always be possible to go back to the previous page using the ‘Back’ button on the browser. Experienced users

may prefer to use the navigation buttons on the left of the screen to start from scratch!

Logon to

PowergateHomepage

Access

Trouble Tickets

Place Access

Trouble Ticket

Step 1/2

Place Access

Trouble Ticket

Step 2/2

Access Trouble

Ticket Detail

State

Change

State Change

Error MessageResponse Log

Summary

Modify Access

Trouble Ticket

Modify Access

Trouble Ticket

Error Message

Select Access

Trouble Tickets

Access Trouble

Tickets

Summary

Place Access

Trouble Ticket

Maintain AccessTrouble Ticket

Create

Place Access

Trouble Ticket

Step 2/2

Error Message

Place Access

Trouble Ticket

Step 1/2

Error Message

Select Access

Trouble Tickets

Error Message

Place Access

TT DDI

Step 1/2

Place Access

TT DDI

Step 2/2

Place Access

TT DDI

Step 2/2

Error Message

Place Access

TT DDI

Step 1/2

Error Message

PABX

Summary

Place Access

Trouble Ticket DDI

Service Status

DSLAM Port

StatusDSLAM Port

Status

Appointment

Reservation

Appointment

CancellationAdd Comment

Figure 1 - Access Trouble Tickets


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Logon to

Powergate

Homepage

Connectivity

Trouble Tickets

Choose

ISP

Place

Connectivity

Trouble Ticket

Connectivity

Trouble

Ticket Detail

Select

Connectivity

Trouble Tickets

Connectivity

Trouble Tickets

Summary

Pla

ce C

onnect

ivity

Tro

uble

Tic

ket

Main

tain

Connectivity

Tro

uble

Ticke

t

Create

Place

Connectivity

Trouble Ticket

Error Message

Select

Connectivity

Trouble Tickets

Error Message

Figure 2 - Connectivity Trouble Tickets


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4 WSG Trouble Ticket Home Page

After logging on via PowerGate the following screen will be displayed, the white block containing just informational

text:

Additional important information about the system state can be displayed in a popup window:


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5 Access Trouble Ticket Navigation and Form Input

5.1 Access Trouble Ticket Selection

On clicking “Access TT” the following screen will be displayed.


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5.2 Place Access Trouble Ticket (Step 1/2)

On clicking “Place Trouble Ticket” the following screen will be displayed

Based on the requested parameters "DN/VN/NSN", "OTO Id/OTO Plug Nr" or "OTO Partner Label/OTO Plug Nr the follow-

ing tasks will be executed:

On clicking "xDSL Info" an xDSL Info is displayed as with "Query xDSL Info" (see Error! Reference source not

found. Error! Reference source not found.).

On clicking "continue" the Form "Place Access Trouble Ticket (step 2/2)" is displayed. The Form is different for

LiveNet by and ITSM Tickets (see next chapters)


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5.2.1 Form Fields

Name Optional /

Mandatory

Description

ISP n/a Fixed item – for display only

DN M/O BBCS Directory Number associated with the new Trouble Ticket

and/or xDSL Info check.

OTO_ID M/O OTO_ID associated with the new Trouble Ticket and/or xDSL

Info check.

OTO_PARTNER_LABEL M/O OTO_PARTNER_LABEL associated with the new Trouble Ticket


OTO_PLUG_NR M/O OTO_PLUG_NR associated with the new Trouble Ticket and/or

xDSL Info check.

Remark : Either DN, OTO_ID/OTO_PLUG_NR or OTO_PARTNER_LABEL/OTO_PLUG_NR must be entered


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5.3 Place Access Trouble Ticket (Step 2/2)

5.3.1 Place Access Trouble Ticket (Step 2/2) to LiveNet

5.4 Access Trouble Ticket Summary


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After entering some selection criteria in the Select Access Trouble Tickets screen (with the “Count Only” checkbox un-

checked) and clicking submit the following screen with any matching results will be displayed:

Here we see five navigation possibilities; the “Back” button which will allow us to change our selection criteria, the

“Create” button which will take us to the Place Access Trouble Ticket (Step 1/2) screen, or one of the “Detail” links (un-

derlined in blue) that will take us to the associated Access Trouble Ticket Detail screen.

With the “Download” or “Download (no history)”-buttons it is possible to download the detail-data in csv-format.

5.4.1 Place Access Trouble Ticket (Step 2/2) to ITSM


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5.4.2 Form Fields

Name Optional /

Mandatory

Description


ISP phone M Field automatically filled in but may be overwritten

ISP ticket ref. M A unique Trouble Ticket reference Id.

ISP Application Id O An ISP application name useable for internal routing / follow up

ISP Application Entity

Id

O An ISP entity identification useable for internal routing / follow up

End-user login O End user login

End-user name O/M End User’s contact name

End-user phone O/M End User’s contact phone number

Contact Person First

Name

O Contact Person First Name

Contact Person Last

Name

O/M Contact Person Last Name

Contact Person Phone O/M Contact Person Phone

Contact Notification

Type

M None, SMS or Email

Contact Notification

Address

O Notification address

End User

Notification Type


End User

Notification

O End User Notification Text

BBCS DN M Directory number

BBCS Connection type M BBCS Connection Type (LOV)

BB Type M BB Type (LOV)

SA SLA (Requested) O May be used to override the normal SLA

Problem description M Description of the problem

Contracted Elements M Select the Contract Element that is affected (select the appropriate

radio button)

Contract Element - actual Service(s) [from Get_Service-Status or xDSLInfo]

Service Profile - actual Service Speed Profile

BBCS equipment M Modem or Router type

Error Category M Select Error Category (available values varies with Contract

Element and BB Type)

Problem occurrence

date

M Date and time since when the problem has existed – DD-MM-YYYY-

HH-MM

Last successful login O Date and Time when the end user last logged in with the ISP – DD-

MM-YYYY-HH-MM

Comment O Additional comment from ISP to problem description

In case of a base contract element “BBCS-Standalone” an additional box appears in the above shown mask where the

address of the standalone line must be specified.


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Name Op-

tional /

Man-

datory

Description

Ad

dre

ss

Sta

nd

alo

ne

Street/Nr O Street

Building O Building

ZIP/City O ZIP and City

5.4.3 Appointment Booking

If the ISP is allowed to book appointments and the Error-Category is defined to support appointments, the button “ap-

point. reservation” is selectable.

The explanations for this window is in the Appointment-Booking-User-Guide.


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5.5 Add Comment

If the Trouble Ticket has passed the State PROCESSING, the Add Comment is the only allowed modification.


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5.6 Access Trouble Ticket Detail

After entering valid data and clicking “submit” on the Place Access Trouble Ticket (Step 2/2) form the following screen

will be displayed. Initially the “Modification” and “Cancel” buttons will be active (displayed as red) but upon screen re-

fresh will eventually become inactive as the state changes to CHECKED or PROCESSING. The user may click on the “Re-

fresh” button in order to obtain updates to the History. Under normal operation, and following successful checks, the

state of the Trouble Ticket will progress from ENTERED to CHECKED and then to PROCESSING. Upon reaching the state

CHECKED the Trouble Ticket will be automatically routed via the Polling Server to Swisscom subsystems liveNet. The

time taken for the processing and subsequent status changes of the Trouble Ticket is dependent on internally defined

intervals for the communication process between WSG and Swisscom subsystems liveNet but will typically be in the

order less than 1 minute.


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5.6.1 Tab: Main


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5.6.2 Tab: xDSL Info

5.6.3 Tab: Worklog (available only for Fiber)


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5.6.4 Tab: Response

5.6.5 Tab: CPE Info

5.6.6 Tab: Billing

Changes


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Rel. CR Short description

9.18 FeFoFu 114 Ask Swisscom Button

9.18 WP 1096 The Billing Tab: Billing Information may be filled for Best Effort on Fiber too.

9.16 792 Main, xDSL Info, CPE Info and Billing Tab changed

5.7 Cancel Appointment

To cancel an appointment, the add comment window is showed, because no cancellation is possible without a com-

ment.


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5.8 Button "Line Analysis History"

From the Access Trouble Ticket Detail screen the authorized user has the opportunity to display the “Line Quality Diag-

nostic”-History by clicking on the “Line Analysis History” button.

Please take note that each processed "Line State Analysis" request will be presented as two lines: the first line repre-

sents the request, the second line represents the (asynchronous) answer.

5.8.1 Form Fields

Name Description

Line Line Numberring

Error Category Error category of the access trouble ticket

Ticket issuing date Timestamp of the access trouble ticket creation

Start Date Timestamp of the "Line State Analysis" process initiation

Request Date Timestamp of the single "Line State Analysis" request

Next Request Date Timestamp of the next planned single "Line State Analysis" request

Answer Date Timestamp of the (asynchronous) answer of the single "Line State Analysis"

Line Up Result of the single "Line State Analysis" response (Yes or No)

Nr of Line Up OK Number of consecutive "Line State Analysis" Line-UP=Yes responses

Total Request Number of submitted "Line State Analysis" requests

Correlation Internal correlation I dof the single "Line State Analysis" request

Comment self explanatory

LQD state ENTERED or PROCESSING or COMPLETED

Transaction Date/Time self explanatory

5.9 Button “Ask Swisscom”


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5.9.1 Add Question

5.9.1.1 Fields

The user has to fill out following attributes to disconnect an active BBCS service:

Name Optional /

Mandatory

Description

E-Mail Address M The email address of the inquirer.

Question M The Question

5.9.2 Inquiry Details

You can control the content that will be sent to Swisscom First-Level-Support.


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5.9.3 Email Sent Confirmation

If the inquiry is sent to Swisscom First-Level-Support.

5.9.4 Add a second question is not possible

The following message informs you that you cannot add second question for the same ticket.


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5.10 Modify Access Trouble Ticket

When the Trouble Ticket is in state ENTERED or REJECTED then the user may click the “modification” button on the Ac-

cess Trouble Ticket Detail screen. The result is the display of the following screen where any of Trouble Ticket infor-

mation that is displayed in fields, as opposed to fixed text, may be modified.

5.10.1 Fields

See Chapter 5.4.2


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5.11 Place Trouble Ticket DDI

Use the dialog “Place Trouble Ticket DDI” from the “Access TT” menu. Placing trouble tickets for business lines requires

the definition of a VN (“Verrechnungsnummer”). If unknown a set of VNs can be looked-up given either a STNR or a DDI

number.

As you can see the screen depicted above is very similar to the “ordinary” Place Trouble Ticket screen described in chap-

ter 5.2. This screen however provides two ways to create a business line trouble ticket:

Creating a trouble ticket from STNR/DDI

Creating a trouble ticket from VN

5.11.1 Creating a Trouble Ticket from STNR/DDI

This section covers the case where the VN is unknown. In this case the form depicted above has to be defined as fol-

lows:


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Name Optional /

Mandatory

Description


BBCS STNR/DDI M The STNR or DDI number for which the VNs shall be looked up

BBCS VN n/a Empty

n/a – not applicable

After following the ”Get Busines Line Identity“ link the following screen shows up containing a list of all associated VNs.

The user may now select one of the VNs by clicking a radio button on the left and proceed by clicking one of the buttons

in the footer:

Trouble Ticket Creation

Service Status

xDSL Info (see 7.2


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Query xDSL Info Result)

5.11.1.1 Trouble Ticket Creation

On clicking the “Trouble Ticket Creation” button the following screen will be displayed:


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As you can see the screen depicted above is very similar to the “ordinary” Place Trouble Ticket screen described in chap-

ter 0 except for the additional UP fields which are read-only.

From now on the trouble ticket management works in the usual manner. Please consult sections above within chapter

5.

5.11.1.1.1 Form Fields

Name Optional /

Mandatory

Description




End-user login O End user login

End-user name M End User’s contact name

End-user phone M End User’s contact phone number

End User

Notification Type


End User

Notification


BBCS STNR/DDI n/a Fixed item – for display only

BBCS VN n/a Fixed item – for display only

UP Board Nr n/a Fixed item – for display only

UP Switching Place

Nr

n/a Fixed item – for display only

UP Type of Contact n/a Fixed item – for display only

UP Contact Nr n/a Fixed item – for display only

BBCS Connection

type


BB Type M Fixed item – for display only


Re

pe

ati

ng

Co

ntr

act

Ele

me

nt

att

rib

ute

s

M Select the Contract Element that is affected

Contract

Element

- From Get Service or DSLM Status

Speed

Profile

- Speed Profile (LOV)

BBCS

equipmen

t

M Modem or router type

Error

Category

O Select Error Category (available values varies with Contract Element and

BB Type)

Problem occurrence

date

M Date and time since when the problem has existed – DD-MM-YYYY-HH-

MM

Last successful login O Date and Time when the end user last logged in with the ISP – DD-MM-

YYYY-HH-MM



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5.11.2 Creating a Trouble Ticket from VN

This section covers the case where the VN is known. In this case the place touble ticket step 1 form (see first section in

this chapter) has to be defined as follows:

Name Optional /

Mandatory

Description


BBCS STNR/DDI n/a Empty

BBCS VN M The VN associated with the new Trouble Ticket and/or xDSL In-

fo check.



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5.11.2.1 Place Business Line Trouble Ticket (Step 2/2)

After entering a valid VN and clicking “submit” on the Place Business Line Trouble Ticket (Step 1/2) form or clicking “cre-

ate ticket” on xDSL Info Result the following screen will be displayed:


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5.11.2.2 Form Fields

Name Option-

al /

Manda-

tory

Description




End-user login M End user login

End-user name M End User’s contact name

End-user phone M End User’s contact phone number

End User

Notification Type


End User

Notification


Customer class n/a Fixed item – for display only

BBCS STNR/DDI n/a Empty

BBCS VN n/a Fixed item – for display only

UP Board Nr n/a Empty

UP Switching Place

Nr

n/a Empty

UP Type of Contact n/a Empty

UP Contact Nr n/a Empty

BBCS Connection

type


BB Type M Read only


Re

pe

ati

ng

Co

ntr

act

Ele

me

nt

att

rib

ute

s

M Select the Contract Element that is affected

Contract

Element

- From Get Service or xDSL Info

Speed

Profile

- Speed Profile (LOV)

BBCS

equipment

M Modem or router type

Error

Category

O Select Error Category (available values varies with Contract

Element and BB Type)

Problem occurrence

date

M Date and time since when the problem has existed – DD-MM-

YYYY-HH-MM

Last successful login O Date and Time when the end user last logged in with the ISP –

DD-MM-YYYY-HH-MM



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5.12 Select Access Trouble Tickets Summary

Use the dialog “Maintain Trouble Ticket” from the “Access TT” menu; this dialog starts with the “Select Access Trouble

Tickets” screen that allows the user to select one or a set of Trouble Tickets according to certain criteria:

Wildcard search is supported for the following attributes

• ISP ticket ref.

• BBCS DN/VN/NSN

• BBCS STNR/DDI

• Ticket ID Sys

• BBCS


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The second Tab “Page 2” offers some additional criterias:

5.13 Access Trouble Ticket Count

If you just want to know the count of the records matching your selection criteria’s, you may check the “Count Only”

checkbox in the Select Access Trouble Tickets screen. After clicking the “submit” button the following screen will be dis-

played:


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6 Connectivity Trouble Ticket Navigation and Form Input

6.1 Connectivity Trouble Ticket Selection

On clicking “Connectivity TT” the following screen will be displayed.


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6.2 Place Connectivity Trouble Ticket

On clicking “Place Trouble Ticket” the following screen will be displayed:


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6.2.1 Form Fields

Name Optional /

Mandatory

Description


ISP phone (busi-

ness hours)

M Field automatically filled in but may be overwritten

ISP phone

(outside business

hours)

M Field automatically filled in but may be overwritten

E-mail (of ISP) M Field automatically filled in but may be overwritten

ISP Ticket

Reference

M A unique ISP Trouble Ticket Reference

Problem

description

M Description of the problem

Router name O The name of the affected router

IP-Address O The IP-Address of the affected router

Problem

occurrence date -

from

O Date and time since when the problem has existed – DD_MM-

YYYY / MM-HH

Problem

occurrence date -

to

O Date and time when the problem lifted (leave blank if still

current)– DD_MM-YYYY / MM-HH

Affected regions O Regions affected by the problem

Number of fault

reports

O Number of fault reports relating to this Trouble Ticket

Partly no service O From pull-down menu: Yes or No

No service at all O From pull-down menu: Yes or No

Affected DN

range

O Range of affected DNs

Domains O Multiple select: Affected domains

Comment O Additional comment from ISP for the problem description


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6.3 Connectivity Trouble Ticket Detail

After entering valid data and clicking “submit” on the Place Connectivity Trouble Ticket form the following screen will be

displayed. No further processing of the Trouble Tickets is possible! Upon successful validation the state of the Trouble

Ticket goes straight from ENTERED to CLOSED and an E-mail to the Swisscom Customer Care Centre will be dispatched.

See section Trouble Ticket States below.


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6.4 Select Connectivity Trouble Tickets

Use the dialog “Maintain Trouble Ticket” from the “Connectivity TT” menu to start with the Select Connectivity Trouble

Tickets screen that allows the user to select one or a set of Trouble Tickets according to certain criteria:

6.5 Connectivity Trouble Ticket Summary

After entering some selection criteria in the Select Connectivity Trouble Tickets screen and clicking submit the following

screen with any matching result(s) will be displayed:

Here we see three navigation possibilities; the “Back” button which will allow us to change our selection criteria, the

“Create” button which will take us to the Place Connectivity Trouble Ticket screen, or one of the “Detail” links (under-

lined in blue) that will take us to the associated Connectivity Trouble Ticket Detail screen. This concludes our tour of the

Trouble Ticket GUI.


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7 xDSL Info Navigation and Form Input

On clicking “xDSL Info” in the menu the following screen will be displayed.

The user can choose either to perform a new xDSL Info query or to maintain results of xDSL Info queries which were per-

formed in the past.

The field “Query xDSL Info” is a link to the Query xDSL Info form used to start xDSL Info queries. The field “Maintain

xDSL Info” is a link to the Select xDSL Info form used to select and display queries performed in the past.

7.1 Query xDSL Info Request

On clicking “Query xDSL Info” field in the form the following screen will be displayed:

7.1.1 Form Fields


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Name Optional / Man-

datory

Description

DN/VN/NSN O BBCS Directory Number for which a query should be performed.

OTO_ID O OTO_ID associated with the new Trouble Ticket and/or xDSL In-

fo check.

OTO_PARTNER_LABEL O OTO_PARTNER_LABEL associated with the new Trouble Ticket


OTO_PLUG_NR O OTO_PLUG_NR associated with the new Trouble Ticket and/or

xDSL Info check.

Remark : Either DN, OTO_ID/OTO_PLUG_NR or OTO_PARTNER_LABEL/OTO_PLUG_NR must be entered

7.1.2 Form Validation

Form validation failures may occur for numerous reasons. If this happens a browser alert pops up warning the user.

Here are two examples of the browser alerts that pop up if validation fails:


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7.2 Query xDSL Info Result

After entering a valid DN and clicking “submit” on the Query xDSL Info – Number Selection form the following screen

should be displayed:

7.2.1 Main Tab (for a copper line)


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BE0: Backend Resource Reports Error: -1020 - Error occurs in backend system during measurement

Changes

Rel. Description

9.18 Copper Errors may get more detail information from the underlaying system:

NA BE0: Backend Resource Reports Error: -1020 - Error occurs in backend system

during measurement

9.16 new layout

9.15 New Group Stability Info

Coding Violation Up/Down, Severely Errors Up/Down, Spontaneous Resyncs

Stability Info with available values good, medium or bad stability/quality.

Attainable Actual Bitrate Ratio with values Low or High Margin

At the Endpoint Site

Available Technology Type replaces DSLAM Vectoring Capability by extend the

availability of technology VDSL Vectoring at the DSLAM with G.FAST.

9.13 New button

Modify access profile

It presents a successful result of the new xDSL Info query for the given Directory Number (DN). Just the single result of

the recent query is displayed, unless there is a result of the previous query for the same DN in the database. Otherwise

two results are displayed: the recent one and the previous one.


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7.2.2 Alarms Tab

7.2.3 Measure History Tab


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Changes

Rel. Description

9.15 New Attributes

Access Speed, Interleave, Interleave Mode, BB Psd Class (the three last rows)


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7.2.4 Cpe Info Tab

Changes

Rel. Description

9.15.0 At the CPE Info

Separate Capability structures for VDSL Vectoring and G.FAST extend the vector-

ing only Vectoring Capability, Vectoring Capable Hardware, Vectoring Capable

Firmware attributes.


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7.2.5 Inactive Endpoint Tab

This tab is only available if inactive endpoint exists.


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7.2.6 Day Charts Tab

Here are seven quality/stability figures a day of the 7 days past in four charts.


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Chart Name Graphs Abscissa

(x)

Ordinate

(y)

Description

Coding Violation Up (blue), Down

(orange)

Counts a

day

Date Number of CRC errors.

Severely Error

Seconds

Up (blue), Down

(orange)

Counts a

day

Date Number of seconds with excessive errors.

Noise Margin Up (blue), Down

(orange)

dB Date Signal/noise ratio, between transmitting signal and

disturbing signal in the upstream or downstream. Spontaneous Re-

syncs

Counts a

day

Date Spontaneous resyncs (Connection interruptions)


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7.2.7 15 Minute Charts Tab

Here are four quality/stability figures at intervals of 15 minutes of the 7 days past in four charts.


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Chart Name Graphs Abscissa (x) Ordinate (y) Description

Coding Violation

Up

7 days in differ-

ent colours

Counts in 15

minute

Time from 0:00 to 23:30

in 15 minute intervals

Number of CRC errors in the up-

stream.

Coding Violation

Up

7 days in differ-

ent colours

Counts in 15

minute



Number of CRC errors in the up-

stream.

Severely Error

Seconds Up

7 days in differ-

ent colours

Counts in 15

minute



Number of seconds with excessive

errors in the upstream.

Severely Error

Seconds Down

7 days in differ-

ent colours

Counts in 15

minute



Number of seconds with excessive

errors in the downstream.

7.2.8 Requery xDSL Info with Refresh

A new query for the same DN can be performed by clicking the “refresh” button. A result of the new query will be dis-

played together with the previous result (see Main Tab).

A list of open Access Trouble Tickets for the selected DN can be easily opened by clicking the “Transaction Overview”

button. The button redirects the user to the Transaction-Overview screen.

A new Access Trouble Ticket can be easily created if necessary. A user should click the “create ticket” button to proceed

to the Place Access Trouble Ticket (Step 2/2) form. The form will be partially filled (with data available in the result of

the xDSL Info query).


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7.2.9 Main Tab (for a fiber line)

Changes

Rel. Description

9.15 Added attributes

Fan Port Light, xDSL Line State, optional Problem Description and Repair Action.

Undisplayed attributes for fiber.

BB ADLS Emulated, DSLAM Vectoring Capable, Vectorized, DSLAM Vectoring

Planned Date, Reason of Potential, Site, Site Category, Technology Type, Op Sta-

tus, NetworkType, Bb Psd Class, Interleave Mode

Alarms are removed


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7.3 Start LQD 24 hours / Start LQD 2min

With the “start LQD 24 hours” ( or “start LQD 2min”) -button the following screen is produced:

7.3.1 Form Fields

Name Optional /

Mandatory

Description

Mobile

Number

0 The mobile number notified to, when the diagnosis has terminated.

E-Mail Ad-

dress

O Add the email address to get the xDSL info result. This option is available for

LQD 2min/and LQD 24hrs.

Picture Re-

quired

O Check to receive the xDSL Info result including a picture of the charts (similar

to the day and 15 minute charts). This option is available for LQD 2min/and

LQD 24hrs.

7.4 Start Profile CP / CPSI

With the “start Profile CP” ( or “start Profile CPSI”) -button the following screen is produced:

7.5 Start Resynch Line

With the “start Resynch line” -button the following screen is produced:


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If you confirm using the button submit, the resynchronisation of the customer port is started.

7.6 Start Reconfigure Line

With the “start Reconfigure line” -button the following screen is produced:

If you confirm using submit:

After this the Port will be reconfigured and reregistered in the inventory again.


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7.7 Modify access profile

With this button, it is possible to modify the access profile. In case of VDSL the technology type is selectable. The data is

taken from an actual GetSrvStatus and the provided access profiles have passed the clean order check.

The OrderID provided in the last step is the created Modify-Order that can be seen by pressing the Detail button.


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7.8 Select xDSL Info

On clicking “Maintain xDSL Info” field in the form the following screen will be displayed:

In this form the user can constrain parameters of xDSL Info queries whose results should be displayed.

7.8.1 Form Fields

Name Optional /

Mandato-

ry

Description

ISP n/a Fixed item – for display only.


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Name Optional /

Mandato-

ry

Description

DN/VN/NSN O BBCS Directory Number which has been queried.

Oto ID O OTO Id which has been queried.

Request date/time

from

O The beginning day/time.

Request date/time to O The ending day/time

7.9 xDSL Info Summary

After submitting the Select xDSL Info form the following screen will be displayed:

It presents a list of xDSL Info query results which satisfy the conditions specified by the user. Each result is presented in

a single row of the table. The list is sorted descending by the request date/time. Results of the most recent queries are

displayed at the top and results of the least recent queries are displayed at the bottom.

A detailed view of each result can be displayed by clicking the “detail” link in the result row.

7.10 xDSL Info Detail

A detailed view of each result can be displayed by clicking the “detail” link in the result row. The link redirects to screen

xDSL-Info-Detail (see chapter 7.2).

The view is similar to the view. It is possible to request a list of Transaction Overview and to create a new ticket (by click-

ing “Transaction Overview” and “create ticket” buttons respectively), but it is not possible to perform a new query.

A single query result is always displayed in this view.


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8 UMSA / Planned Work Navigation and Form Input

The following screen offers two dialogs to request the “Planned Outage Report” for all lines provisioned with broadband

services of the ISP or to get the “planned Outages” for a specific line (DN/NSN).

8.1 Get ISP Planned Outage

Using the following form the ISP can request an asynchronously created report about “UMSAs” (Umschaltungen) and

“PW” (other Planned Work). At least one DN Type must be select (per kind of “UMSA” or “PW” report”) and also the

“from” field for the requested Period must be given.


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After clicking the “submit” button you get an answer in the following form:

You have to use later the option “Existing Standard Report” in the “Reports” dialog to download the file mentioned in

this message.

8.2 Get ISP Planned Outage

Using the following form the ISP can request synchronously eventually pending / planned “UMSAs” (Umschaltungen) or

other planned work for a given line, you have just to enter the DN/VN/NSN and click the “submit” button.

In case of pending planned work you get an answer like this:

In case of no planned work you get the following screen:


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9 Transaction Overview Navigation and Form Input

The transaction overview lists all transactions related to a given DN/VN in chronologically ordered form. It can be ac-

cessed by clicking to the “Transact. Overview” menu item in the navigation bar.

The search result will be rendered upon providing a DN/VN and clicking the submit button.

Field Description

Last Modi-

fied

The timestamp of the last modification followed be the name of the author.

Transaction

Type

The transaction type followed by the subtype in parenthesis if available. The follow-

ing combinations of transaction type and subtype are possible:

WORK_ORDER

o BBCS_CREATE

o BBCS_MODIFY

o BBCS_DISCONNECT

o BBCS_GETSTATUS

o VOICE_GETSTATUS

o ISP_CHANGE

o GET_BUSINESS_LINES


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Field Description

o ISP_CHANGE DONOR

o GET_DSLAM_PORT_STATUS

WORK_TICKET

o INSTALLATION

VOICE_MESSAGE

o Some numeric value

ACCESS_TICKET

State The current transaction state (value range depends on transaction type).

ISP (Donor) The ISP involved with the transaction.

Special case: In case of an ISP_CHANGE transaction the donor ISP will appear in pa-

renthesis.

DN/VN

(Req/Old)

The DN/VN involved with the transaction.

Special case 1: If the requested DN/VN differs from the actual DN/VN it will be dis-

played in parenthesis.

Special case 2: The old DN/VN appears in parenthesis in case of a VOICE_MESSAGE

transaction if the old DN/VN differs from the new DN/VN.

Response The current transaction response.


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10 Trouble Ticket Admin Tasks

10.1 ISP Admin Tasks

On clicking “Admin Tasks” on the navigation bar the following screen will be displayed

10.2 Trouble Ticket ISP Settings

On clicking “ISP Service Settings” the following screen will be displayed:

10.2.1 Access TT Settings

In the “Access TT settings” tab the email address and the states are configured to notify an access trouble tickets.

10.2.1.1 Form Fields

Field Optional /

Mandatory

Description


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Field Optional /

Mandatory

Description


State Change E-mail M E-mail address of person designated to receive state

change notification Emails

Notify On Entering

State

M Two sets (columns) of checkboxes, the first column is

used for notifications by Email, the second column is

used for notifications by a webservice-call. In the two

columns for each possible ticket state there is a

checkbox to select the notification.

10.2.2 Connectivity TT Settings

In the “Connectivity settings” tab the email address and the states are configured to notify an connectivity trouble tick-

ets.


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10.2.3 Information Request Settings

In the “Information Request Settings” tab the email address and the states are configured to notify clarification tickets.

10.2.4 Network Customer Notification Settings

In the “Network Customer Notification Settings” tab the email address and the states are configured to notify Network

tickets.


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10.2.5 Alarm Settings

In the “Alarm settings” tab the email addresses are configured to notify in case of DSLAM Alarm or in case of Incon-

sistency Announcement (IA).

Field Optional /

Mandatory

Description

Alarm notification

email – DSLAM

Alarm

O Alarm notification email in case that a DSLAM Alarm

occurred

Alarm notification

email – IA

O Alarm notification email in case that a Inconsistency

Announcement (IA).

10.2.6 Error Category Settings

In the “Error Category” tab the usable error categories can be selected.


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11 Documents

On clicking the “Documents” button in the navigation bar the following screen will be displayed:

After selecting a document and clicking on “download” it will be downloaded/displayed:


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12 Reports

On clicking the “Reports” button in the navigation bar the following screen will be displayed:

It provides selection options of two different reports, which can be selected by clicking the radio-buttons to the left.

Each of the reports requires the definition of a valid period.

On clicking the “download” button a spreadsheet application readable report file is generated and the following page

and download pop-up window will be displayed prompting the user to receive the report.


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12.1 Overdue Tickets

This monthly report lists all the tickets with an overdue repair time (all tickets which were not closed in the defined pro-

cessing/repair time limit).

12.2 Trouble Ticket Access

This report lists each trouble ticket with several detail information.

12.3 Existing Standard Report

With this option the ISP can download those ready reports which were requested specifically by a former request in the

dialog “UMSA / Planned Work” (see chapter 8 “UMSA / Planned Work Navigation and Form Input”); all reports ready to

download are represented as a selectable entry in the “File Name “-field.

With WSG 9.18 Nov/2016 the available Standard Reports


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13 Alarms

Here the alarms of the kind “Inconsistency Announcement (IA)” can be maintained: find open alarms and acknowledge

it.

13.1 Select Alarm

Find a certain alarm by directory number, by period, etc. can be selected.


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13.1.1 Form Fields

Name Optional /

Mandatory

Description


Alarm Source O Where does Alarm come from

Alarm Type O Categorise the alarm by type

Alarm Code O Code of the alarm message

Alarm Status O Alarm Status (Open, Acknowledged)

Creation

Date/Time

O Creation date of the alarm

BBCS

DN/VN/NSN

O Directory Number in relation with the alarm

Correlation Id O An id to identify an certain message

Alarm Detail O Other information in full text from


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13.2 Alarm Summary

The selection is presented in a summary. The summary can be downloaded to file. A subset can be acknowledged by

checking the "Ack" checkbox and issuing acknowledge. Following the link "Detail" will show up further information.

13.2.1 Form Fields

Name Optional /

Mandatory

Description

Ack M if checked do include in the set of alarms to acknowledge

13.3 Alarm Detail

In the detail form the free text alarm detail is shown to. If the alarm is still open, the alarm can be acknowledge from

here.


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14 Trouble Ticket Management, Validation and Rules

14.1 Overview of Processing

The following figure shows the main processes used in asynchronous processing of the Trouble Ticket.

WSG

WSG Trouble Ticket

DB

ISP

WEB Trouble

Ticket Entry

FT Directory

Polling Server

Delegate

Access Trouble

Ticket

Collect Trouble

Ticket System

Input

Polling Server

liveNet

Dispatch

Connectivity

Trouble Ticket

Swisscom

Connectivity

Trouble Ticket

Recipient

Figure 3 - Systematic View of the Trouble Ticket Data Flow


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14.2 Trouble Ticket States

The following figure shows the states a Trouble Ticket can pass through and the processes that cause the

state changes.

ENTERED(1)

Start

Web TT Entry

CHECKED(3)

REJECTED(2)

Owner Check

[check ok]

rejected by liveNet system

Owner Check

[check failed]

Modify WSG TT

rejected by liveNet system

TT accept

liveNet closed

INWORK(5)

PROCESSING(4)

Delegate liveNet TT

SYS_

REJECTEDCLOSED

(6)

CANCELED(7)

Cancel WSG TT

Archive & Delete

End

Archive & Delete

Cancel WSG TT

Cancel WSG TT

Cancel WSG TT

Notation:

event [guarding condition] / action

Modify WSG TT

Update WSG TT

by liveNet

Update WSG TT

by liveNet

Modify WSG TT

manual closed

internal

state

Archive & Delete

Trouble- and Onsite Installation-Ticket

State Diagramm since WSG 6.1-x

Figure 4 - Trouble Ticket States


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14.3 State description

Nr. State Description

1 ENTERED ISP has entered or modified a Trouble Ticket. All mandatory attributes are en-

tered.

The ticket is ready for ISP authorisation check (if required).

2 REJECTED The Trouble Ticket rejected because:

ISP is not owner of DN

Attributes are invalid

It’s in the responsibility of the ISP to correct the Trouble Ticket. This state is in

the scope of the Trouble Ticket archive functionality. This means that the

ticket will be archived and deleted from the system.

3 CHECKED The Trouble Ticket has passed the ISP authorisation check and is now ready to

be transferred to Swisscom subsystems liveNet.

4 PROCESSING The Trouble Ticket data has been transferred to Swisscom subsystems

liveNet..

5 INWORK Swisscom subsystems liveNet has reported that the Trouble Ticket is being

worked upon

or

additional information from one of Swisscoms assurance systems has given a

relevant answer / information.

6 CLOSED The Trouble Ticket is closed. This is an end state.

7 CANCELLED The Trouble Ticket was cancelled. This is an end state.

8 SYS_REJECTED This is a hidden state. The Trouble Ticket was rejected by Swisscom subsys-

tems liveNet because of a technical error, e.g. the DN is unknown in Swisscom

subsystems liveNet/TEDIS. This state requires a manual intervention by

Swisscom operating.

From view of the ISP the Trouble Ticket is still in work.

14.4 Entering Trouble Ticket

Two types of Trouble Tickets can be entered: Access and Connectivity. The attributes and processing rules be-

tween these two types differs. A unique WSG Trouble Ticket ID identifies each Trouble Ticket. Additionally the

ISP can enter his own identification number. The ISP can use this number for selection purpose but WSG does

not use this number for its processing. WSG guarantees that all required attributes exist before the Trouble

Ticket is stored in the database.

14.5 Connectivity Trouble Ticket

A Connectivity Trouble Ticket is stored in the WSG DB and immediately a state change from ENTERED to

CLOSED is performed. An email to the Swisscom Customer Care Centre will be sent (mail address configura-

ble by system parameter).


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14.6 Access Trouble Ticket

Once an access Trouble Ticket is stored in the WSG DB the ISP authorisation check is started.

14.6.1 Relation to BBCS Order

WSG checks that the ISP does not have an order open with the DN to which the Trouble Ticket belongs. If this

happens, the status and some other helpful information are displayed to the user via a browser alert. The us-

er is informed that it makes no sense to enter a Trouble Ticket until the order is activated. The User may be

asked to continue or not. This behaviour, i.e. whether continuing is allowed or not (Trouble Ticket accepted or

not, default: not accepted), is be configurable by system parameter. Upon request the BBCS order manage-

ment service will return the last order information for a specific DN. The following BBCS order state decision

rules for accepting a Trouble Ticket are valid:

BB service creation order must be in state ACTIVATED.

BB service modification order must be in state EXECUTED.

If no order exist, or orders of other type than creation or modification.

Remark: the ISP has only access to information about his orders (ISP-ID must be checked).

14.6.2 ISP Authorisation Check

This check is only relevant for trouble tickets of type access and is performed synchronously when the trouble

ticket is entered using the GUI and is performed asynchronously when the trouble ticket has been entered via

the B2B interface (file transfer or web service) and the trouble ticket data is stored in the WSG DB.

14.6.3 Processing of Access Trouble Tickets

As soon as a trouble ticket has passed the WSG internal validation (which means the trouble ticked has

reached the state “CHECKED”), the trouble ticket will be forwarded to Swisscom‘s Assurance systems (liveNet

and other applications).

Relevant answers or information to a trouble ticket are given to WSG and will presented by a further (state

change) entry in the history of the trouble ticket.

14.6.4 Notification of Trouble Ticket State Change

If configured to do so, every time a Trouble Ticket state changes the WSG system will send an e-mail notifica-

tion to a designated recipient.

ISP users can configure which Trouble Ticket state changes will trigger an e-mail or web-service notification.

The e-mail address that receives all these notifications is maintained at the same level.

Data contained in a Trouble Ticket state change notification, e.g.:

ISP

WSG Trouble Ticket number

ISP Trouble Ticket number

DN

Ticket creation date/time


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New (current) order state

Transition date/time

Reason (e.g. when the Trouble Ticket was rejected)

Trouble Ticket Comment